Team Support Officer

Overview

About the Role

Responsibilities

• **Team Coordination & Operational Support**
• Serve as the central coordination point of the Community Management team, ensuring seamless communication and information flow between team members, Community Managers, homeowners, and external stakeholders.
• Coordinate and track team tasks, deadlines, and deliverables using project management tools; maintain a real-time dashboard of all open community management activities and action items.
• Triage incoming requests, monitor follow-through, and ensure no item is left unactioned.
• **Documentation, Reporting & Communications**
• Prepare, format, and distribute polished reports, meeting minutes, board resolutions, and community notices using advanced Excel and PowerPoint skills.
• Maintain a library of standardized templates for all community communications, ensuring brand consistency and professionalism.
• Produce professional presentations and visual reports for HOA board meetings, senior management, and community stakeholders, ensuring all materials reflect brand standards and are delivered on time.
• **HOA Meeting & Event Management**
• Manage the scheduling and logistics of HOA board meetings, Annual General Meetings (AGMs), community events, and internal team meetings.
• Prepare agendas, board packs, and pre-read materials; coordinate post-meeting follow-ups and action tracking.
• Ensure 100% of HOA board meetings and AGMs are held on schedule with complete documentation delivered in advance.
• **Data, Records & Compliance Management**
• Maintain and update HOA community databases, homeowner records, service charge registers, violation trackers, and maintenance logs.
• Generate data-driven reports and analytics for management review using Excel and visualization tools.
• Monitor and maintain compliance calendars, including inspection schedules, service contract renewals, insurance deadlines, and regulatory submission dates; proactively alert the team of upcoming milestones.
• **Homeowner & Stakeholder Liaison**
• Act as the first point of contact for homeowner queries, complaints, and requests; log, triage, and route issues to the appropriate Community Manager or department.
• Ensure timely resolution and follow-through on all homeowner-facing matters, maintaining a high standard of service and professionalism.
• Handle sensitive homeowner and board information with discretion and confidentiality at all times.
• **Procurement & Vendor Coordination**
• Support procurement and vendor coordination by processing purchase requests, tracking work orders, and following up with contractors on behalf of Community Managers.
• Maintain vendor performance records and assist with contractor compliance documentation.
• **Digital & AI Enablement**
• Leverage AI tools (e.g., ChatGPT, Microsoft Copilot, Claude automation platforms) to streamline administrative workflows, generate draft communications, summarize meeting notes, and enhance team productivity.
• Identify opportunities to embed digital and automation tools into existing workflows, championing their adoption across the team.
• Build and maintain centralized dashboards and trackers that provide real-time visibility into portfolio health and team performance metrics.

Qualifications